Director, Program Management, Product Operations

D-Wave

74d • $141,610 - $262,990

About The Position

The Director, Program Management, Product Operations is responsible for leading a team of project managers and overseeing both customer-facing and internal product operations programs. This includes managing product installations, upgrades, and maintenance activities with customers, driving internal readiness initiatives, process improvements, long-term planning, and improving and scaling the company’s on-call program. The Director will set a high bar for program delivery, foster a culture of operational excellence and accountability, and ensure strong cross-functional alignment to support customer and business objectives.

Requirements

• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field required; MBA or equivalent advanced degree preferred.
• PMP, PgMP, or equivalent program management certification or experience.
• 10+ years of program or project management experience, including at least 5 years in a leadership role.
• Experience managing both customer-facing product operations and internal operational or readiness programs.
• Demonstrated success building and leading teams, with the ability to develop talent and instill a culture of accountability and high performance.
• Strong cross-functional leadership skills with the ability to build alignment and influence at all levels.
• Expertise in program planning, scheduling, risk management, and reporting.
• Excellent communication skills, with experience engaging executives, customers, and cross-functional teams.
• Background in a technology or product-focused environment.

Responsibilities

• Lead and develop a team of project managers: hiring, setting priorities, and coaching, to create a culture of accountability, continuous improvement, and operational excellence.
• Manage customer-facing programs, including product installations, upgrades, and maintenance activities, ensuring delivery meets quality, schedule, and customer satisfaction goals.
• Drive internal programs that improve product operations readiness, streamline processes, and support organizational scalability.
• Oversee and continuously improve the company’s on-call program, including establishing clear roles, responsibilities, and escalation pathways.
• Ensure appropriate coverage models that balance responsiveness with employee sustainability.
• Define success metrics and track performance (e.g., response times, resolution quality).
• Coordinate with internal teams to align on-call activities with incident management and customer needs.
• Drive continuous improvement in tools, processes, and communication for on-call effectiveness.
• Partner with Product Management, HW Engineering, Customer Support, Marketing, and Sales to coordinate planning and execution across both customer and internal initiatives.
• Establish and maintain schedules, milestones, and deliverables for multiple concurrent programs, holding teams accountable for execution.
• Proactively identify and manage risks and issues, ensuring timely resolution and minimal impact to outcomes.
• Deliver clear, consistent communication to stakeholders, including program status, risks, and executive-level reporting.
• Define and refine program management practices, ensuring efficiency, consistency, and repeatability across the organization.
• Contribute to strategic planning efforts, including resource forecasting, capacity planning, and product operations strategy.

Benefits

• Company ownership
• Competitive pay
• Range of meaningful benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees